Name: Hilton Garden Inn Rochester Downtown, NY
Address: 155 E Main St, Rochester Central Business District, Rochester, New York, United States of America, Rochester, Monroe County, US
Price range: $143–$394 per night
Rating: 7.82

What guests think

Reviews of Hilton Garden Inn Rochester Downtown, NY describe a centrally located hotel with friendly staff but uneven execution, where dated rooms and cleaning lapses contrast with a welcoming lobby, a useful shuttle, and visible security.

Parking in the adjacent public garage is convenient for downtown events but is paid, confusing to navigate, and sometimes feels unsafe. Pool closures and very cold water are recurring issues, while the gym draws occasional praise. Breakfast and dining are inconsistent, with limited hours and mixed quality and service. Overall, expect a central, serviceable stay with variable quality.

Facilities

Cleanliness

Rooms

Service

Location

Dining

Was this helpful?

AI-generated summary based on recent guest reviews

Facilities

Parking is in an adjacent public garage that is paid and often confusing, and several guests found the pool closed or very cold. The gym, shuttle, and on-site bar/restaurant are positives when available.

Related guest reviews

4

Alynn

Feb 27, 2025

·

Stayed 1 night

For the price of this hotel, we expected it to be much better. The customer service was terrible. Rude and dismissive. The parking situation is very bad. Construction is what it is but there were lots of transient people hanging our smoking in the parking structure in the middle of the night and it was scary with our small child. The hotel was not clean. The elevator was filthy. The room was also not clean and did not have basic amenities like soap in the shower. Overall, bad experience and we will not be staying here again.

8

Janette

Jan 8, 2025

·

Stayed 2 nights

Staff were lovely, pool and gym were good. Short distance to convention centre was nice. Issues - elevators smelled like marijuana always. There isn’t an economical choice for food for families close by - we had to uber eats a lot.

6

Ruth

Sep 10, 2025

·

Stayed 1 night

Check in and parking confusing. Address is East Main St but entrance is Stone St. Front desk staff glued to computers and slow to greet us . We arrived 15 minutes after check in time and were told rather curtly that room not ready and come back in 30 minutes. When we returned in 45 our room still not ready. We were then given another room. Our room was clean and quiet snd comfortable.

6

Lashonda

Aug 10, 2025

·

Stayed 3 nights

The pool was closed the entire time just about.

6

Tara

Aug 3, 2025

·

Stayed 1 night

The pool was not open, my kids were extremely disappointed.

10

Jennifer

Jan 3, 2025

·

Stayed 2 nights

Pool very cold disappointed as chose because pool we brought our kids

8

Melissa

Aug 1, 2025

·

Stayed 1 night

The pool was down for maintenance and there was no cook for the in-house restaurant, which were two of the main reasons I picked this hotel for my stay. But parking was super convenient and the staff was very helpful in finding another restaurant.

8

Sandra

Nov 28, 2023

·

Stayed 1 night

Customer service was excellent! very friendly, going out of their way to help with anything. Appreciated the shuttle service accessibility. Was disappointed with parking process, was given barcode to scan to get in and out and sometimes it worked sometimes it did not. They recommended to take a picture of it and had same issues. Not being able to get in and out of parking garage is not something guest should have to be concerned about. Strongly recommend better process be developed. Once I called for help, parking person did come over right away so that was very helpful.

6

Bryan

Jan 6, 2026

·

Stayed 1 night

Parking cost $10.00. What I paid for the room it should have been free. The bar and staff was by far the best part of our stay

10

Michael

May 24, 2024

·

Stayed 1 night

Nice hotel, bar is exquisite, staff is friendly, room was a perfect temperature (sometimes you go in and it is insanely cold or warm, this was neither)

Was this helpful?

AI-generated summary based on recent guest reviews

Cleanliness

Cleanliness is inconsistent, with many reports of dusty or poorly cleaned rooms, mold, stains, hair in showers, and missing items like shower curtains. Some guests did receive clean accommodations.

Related guest reviews

4

Kristin

Aug 13, 2025

·

Stayed 3 nights

The common areas are lovely and elegant. The rooms are poor quality. Poor sheets and pillows. Mold in the bathrooms. One of our bedspreads was stained with a brown stain. Front desk staff when we checked in late at night was not personally groomed and not dressed professionally. We asked the front desk to have housekeeping make our beds one day during a three day stay and she acted like we asked for the moon. It felt like we were staying at a motel six. Not a Hilton. Motel 6 may have been nicer.

4

Helen

Oct 25, 2025

·

Stayed 1 night

The hotel is outdated the carpet is dirty and the room was dusty Need to upgrade

2

Judy

Jul 1, 2025

·

Stayed 1 night

There was no shower curtain. Ants were crawling all over the bathroom floor. The shower drain was completely clogged with massive amounts of hair and would not drain. The air conditioning did not work. The arm on the sofa sleeper was so worn that it had a sharp piece of exposed metal sticking out (it actually cut me). The bed linens on the sleeper sofa were dirty. When I went to the front desk to inform management of our issues, while the person was very nice, she told me there were no other rooms available for us. It was 10:00 pm on a Wednesday. We left and went to another hotel as our room was uninhabitable.

4

Kaitlyn

Nov 24, 2024

·

Stayed 1 night

My over all opinion of this property is that it could be a lot cleaner. The shower in our bathroom has someone else’s hair, gross. There was dust and splash on the front of the bathroom vanity that was not wiped down after the last guest. The bed was very uncomfortable, and there was no remote for the tv. I will give 5 star rating to drifters for the delicious food and beer!

4

Kathleen A

Oct 3, 2025

·

Stayed 1 night

Our room was changed upon registration. We paid for a king & were put in a double. The room was dusty, no coffee pods, no tissues. There was water in the ice bucket from the last customer. No privacy sign for the door. The downstairs of the hotel has been remodeled beautifully, now Hilton needs to work on the guest rooms & monitor their cleaning staff. Would not stay here again.

4

owen

Nov 20, 2024

·

Stayed 1 night

Pretty sure the front desk was wearing PAJAMAS... Unprofessional and lot of inane chatter with her friend (?). How is this a Hilton? Halls aren't vacuumed, room was not vacuumed. Depressing stay.

6

Taryn

Oct 16, 2024

·

Stayed 1 night

Room was dirty, dried pasta on the floor and there was a stain on the duvet.

4

Abbas

Jan 4, 2023

·

Stayed 19,356 nights

The property was clean and the staff was friendly. The room was dirty and debris was left over from the last person staying, so leads me to believe they did not clean the room. Shower curtains was also missing and had to request one

6

Mark

Jan 27, 2025

·

Stayed 2 nights

check in was good. there was a strong smell of bleach when we exited the elevator and it lasted all through the stay. room wasn't the cleanest-plenty of confetti littered the room most likely from New Years celebration. bathroom was okay but tub did not drain so standing in 3 inches of water during shower. towels had a horrible smell. requested clean towels 4 times during 2 night stay and never received any clean towel. reception kept saying right away but no one ever showed up with clean towels.

4

Nicole

Dec 29, 2024

·

Stayed 2 nights

The room was not fully cleaned. There were socks and kleenex on the floor when we arrived. The pool is very dirty with hair floating in clumps. There were no towels in the swimming area. Front desk was called and asked if towels could be brought and they never brought them. The conditioner bottle was empty on arrival and not refilled. There do not seem to be enough people working here.

Was this helpful?

AI-generated summary based on recent guest reviews

Rooms

Rooms are often spacious and quiet for some stays, but many feel dated with worn furnishings, limited outlets or USB charging, interior-facing views, and inconsistent heating or AC. A few guests noted noise near elevators.

Related guest reviews

2

Diane

Aug 24, 2024

·

Stayed 1 night

Room was almost $200 and I think overpriced. We should have booked directly. This was the view from our room. It was right next to the elevator. When we asked to change rooms, they told us nothing was available due to us booking via a second party (hotels.com) what a ripoff

6

Wil

Aug 12, 2024

·

Stayed 1 night

We booked the King bed suite. There is a good amount of space for both the living room and the bedroom. However, some of the furnishings and textiles (e.g. carpets, couch) either had stains or just a bit drab / dirty. No pot lights and a lot of the free standing lights did not work. The whole suite needs updating and it's showing it's age. The public areas of the hotel are well appointed, however. The only reason I booked this hotel was to have a separated bedroom for our two kids. I would not be booking there again. Would rather book the more updated Hampton Inn across from the Strong museum (our friends booked there and raved about it).

6

Nancy

Jul 10, 2024

·

Stayed 1 night

Short walk to the Museum of Play. Nice room and good restaurant onsite. I was disappointed that the room wasn't stocked with shampoo, or extra blankets (we had a room with a pullout couch) , and when I needed a pen and paper I realized there wasn't any in the room. We stayed at 7 hotels over 10 nights, the Hilton was the first to not have paper/pen, shampoo, extra bedding.

6

Ruth

Sep 10, 2025

·

Stayed 1 night

Check in and parking confusing. Address is East Main St but entrance is Stone St. Front desk staff glued to computers and slow to greet us . We arrived 15 minutes after check in time and were told rather curtly that room not ready and come back in 30 minutes. When we returned in 45 our room still not ready. We were then given another room. Our room was clean and quiet snd comfortable.

6

nancy

May 11, 2025

·

Stayed 1 night

Lacks their own parking. You have to park in the parking garage next door. Returned from a event late in the evening and had to park up on the 5th level of the parking garage. The heat/cooling was very inconsistent in some rooms. My room fine but my daughters room was HOT when got there, cooled down and then overnight became HOT again.

8

Travis

Oct 17, 2024

·

Stayed 1 night

Nice room. Glad they don't use hot thick comforters. Didn't know there is no outside view from the windows. Good location to the river

4

Andrew

Jun 25, 2025

·

Stayed 2 nights

We were quite disappointed with our stay here. Rooms were pricy, but good size for the 2 of us. However, it was a big disappointment that basic internet was not free, only free for membership level. Water in the room is a tease with a fee sticker. We were surprised to find there were no adaptions in the room for USB phone chargers. We checked the lamps, wall, alarm clock- no way to charge devices without a wall plug in. The bathroom sink was disconnected from the wall on both sides. Breakfast was pricey for powdered eggs, there is nothing advertising it until a staff member tells you. Very confusing. And most surprising, the AC was not working in our room until we notified the desk (as was the same for several other rooms in our traveling group). Thankfully they made a fix and our room was much more comfortable day 2. The lobby was fine-quiet- and the bar area was nice. Though our group waited quite awhile for their food.

6

Lars

Jul 25, 2025

·

Stayed 1 night

Overall okay stay for 1 night. Room was very dark and a bit run-down, but very spacious. We booked the hotel mainly due the supposed to be great breakfast buffet only to find out it wasn't offered during a weekday. The to-order alternative was not really great.

8

Debra lee

Aug 17, 2025

·

Stayed 1 night

It comes across as a a dreary, old, slightly broken down version of a Hampton House. My tV remote was missing a piece. The phones should at least have the number for the front desk. It was freezing and took all night to warm up. The sill by the window was damaged.

8

Josh

Jun 25, 2024

·

Stayed 4 nights

Staff were friendly and helpful. Arrival signage would be helpful-where to park while checking in/etc. The City owned parking situation caused confusion for several guests. The city employed garage attendant seemed more intent on giving folks a hard time as opposed to just simply being helpful when asked. The hotel elevators seemed to make excessive noise that we had not experienced anywhere before. Due to our rooms proximity to the elevator, it was unavoidably noticeable most hours of the day (every time anyone called for an elevator, we knew it). We were there during what we understood to be an abnormal heat wave. The elevator area and hall to our room was quite hot during the day (quite warmer than outside).

Was this helpful?

AI-generated summary based on recent guest reviews

Service

Staff are frequently described as friendly and helpful, but reliability is mixed: slow or curt check-ins, housekeeping requests missed, room assignment errors, and occasional unprofessional conduct were reported. Communication can lag when the hotel is understaffed.

Related guest reviews

4

Alynn

Feb 27, 2025

·

Stayed 1 night

For the price of this hotel, we expected it to be much better. The customer service was terrible. Rude and dismissive. The parking situation is very bad. Construction is what it is but there were lots of transient people hanging our smoking in the parking structure in the middle of the night and it was scary with our small child. The hotel was not clean. The elevator was filthy. The room was also not clean and did not have basic amenities like soap in the shower. Overall, bad experience and we will not be staying here again.

4

Ricky

Jul 14, 2025

·

Stayed 1 night

starting off the room is old and outdated. Shower curtain was old and torn badly and looked like something out of a dumpster. To top it off we went to go have breakfast this morning and were informed they were only serving the buffet for breakfast due to lack of food. after agreeing to get the buffet they ran out of food completley and half my family even got to eat ,but i was still charged for everyone.$90 dollars. and to make it even worse the staff was openingly fighting with onw another for over 30 minutes in front of everyone swearing at each other and yelling and slamming stuff around. i was extremely disappointed with this hotels professionalism and the way they talk to customers. we had over 10 rooms booked at this hotel as we were all there for my nieces wedding. I stay at hilton hotels 3/4 times weekly but never experienced a crap show like this

2

Franklin

Aug 21, 2025

·

Stayed 2 nights

The a.c. didnt work. They split my family of four into two dirty rooms. They didn't put the fact they moved us into the rooms into their data base so none of the rest of the staff knew we were in those rooms. A male security guard tried to walk into one of the rooms as my wife and 16 year old daughter were dressing. They he proceeded to tell me we werent supposed to be in these rooms. He then escorted me go the front desk to explain? This continued multiple times as everytime the staff shift changed they were unaware we were in these rooms and when we were scheduled to check out. What should have been a great trip turned into a horrible horrible experience.

6

Ruth

Sep 10, 2025

·

Stayed 1 night

Check in and parking confusing. Address is East Main St but entrance is Stone St. Front desk staff glued to computers and slow to greet us . We arrived 15 minutes after check in time and were told rather curtly that room not ready and come back in 30 minutes. When we returned in 45 our room still not ready. We were then given another room. Our room was clean and quiet snd comfortable.

10

Tiffany

Dec 7, 2023

·

Stayed 1 night

Customer service was top notch. Front desk employees were great! Chris at the restaurant was amazing! It was a nice, short walk to the Blue Cross Arena - less than 10 mins. Would definitely stay again.

4

Tracie

Mar 21, 2025

·

Stayed 1 night

We checked into the hotel and was given a room. When we went the the room it had not been cleaned. I actually thought maybe someone was still in the room. I went back down to the desk and explained the situation and was given a second room. We needed to get to our venue so we did not get to check the room. Returned hours later and went to the new room... the bed was not made. Had to return to the front desk again. This time it is after 10 pm. We were given another room on another floor. There was no apology or offer of compensation for the situation from either staff member at the front desk. It was almost like it should be expected that rooms are not ready for guests. Truly disappointed! Hotels are not cheap. I expected more from this hotel.

6

Miguel

Nov 9, 2023

·

Stayed 1 night

Checked in, got our room key and tried to go into our room and there was someone in there. Looked like an employee because he had a badge around his neck, asked me why am i here lol. I booked this room!! So i had to go back down to the desk and ask for another room. First time this has ever happened to me. But i shrugged it off, room smelled of stale smoke also. Other than that, hotel wss ok. I guess this experience was rare idk but won’t book here again.

10

Jane

May 3, 2024

·

Stayed 2 nights

The staff at this hotel is fantastic! Everybody we dealt with was kind and helpful.

10

Ronald

Feb 9, 2025

·

Stayed 1 night

All staff very friendly and helpful, including shuttle driver, front desk, and restaurant staff. Room was clean.

8

Christy

Feb 17, 2025

·

Stayed 2 nights

Staff was very helpful and friendly, especially the breakfast staff. Our room was not ready at checkin and we waited over an hour, but we were given meal vouchers to compensate. Our room was clean and spacious. The parking was not included. My kids loved the pool, though it was quite cold. I would stay here again.

Was this helpful?

AI-generated summary based on recent guest reviews

Location

Central downtown location with easy walks to Blue Cross Arena, Eastman, and the Strong Museum. Several guests felt the surrounding area and parking structure could feel rough or unsafe, especially at night.

Related guest reviews

8

Lateef

Apr 18, 2025

·

Stayed 3 nights

I liked the 24 hour security. Convenient location in Rochester.

4

Alynn

Feb 27, 2025

·

Stayed 1 night

For the price of this hotel, we expected it to be much better. The customer service was terrible. Rude and dismissive. The parking situation is very bad. Construction is what it is but there were lots of transient people hanging our smoking in the parking structure in the middle of the night and it was scary with our small child. The hotel was not clean. The elevator was filthy. The room was also not clean and did not have basic amenities like soap in the shower. Overall, bad experience and we will not be staying here again.

10

michael

Mar 21, 2025

·

Stayed 1 night

Very clean and quiet. The bartender was also seating people and taking their dinner orders. She was friendly and professional. The entire staff also were professional and friendly. We attended the Jeff Dunham show and had 10 minutes to Blue Cross Arena. Parking was free and in garage.

10

Mary

Mar 22, 2025

·

Stayed 1 night

Went to see Jeff Dunham show at Blye Cross Arena. Hotel was within walking distance of venue.

10

John

Aug 2, 2024

·

Stayed 2 nights

The hotel and staff are phenomenal. Rochester in general I found to be unsafe to be walking around with small children. There are a lot of homeless around the area in general and the city doesn't have many friendly walking areas in the downtown.

8

Anthony

Nov 16, 2024

·

Stayed 1 night

Location perfect

6

Coleen

Jun 21, 2024

·

Stayed 1 night

Staff was great, not a good area, no green space and nothing is open at night.

8

David

Jul 19, 2024

·

Stayed 1 night

The hotel (outside) area is ok. If you want nice restaurants, museums you have to drive about 3 miles from hotel.

8

Daniel

Oct 15, 2023

·

Stayed 3 nights

The property was OKAY the area has many homeless and unsafe environment

10

Michele

May 4, 2025

·

Stayed 2 nights

A great downtown location.

Was this helpful?

AI-generated summary based on recent guest reviews

Dining

Breakfast is not complimentary and quality and availability vary; some praised Drifters and the buffet, while others found options limited, pricey, or closed with slow or poor service. Hours can be restricted.

Related guest reviews

8

Mary

Feb 20, 2025

·

Stayed 1 night

The overall cleanliness was good. I was disappointed that the only breakfast item included with the price of the room was coffee.

10

anne

Feb 18, 2023

·

Stayed 1 night

lovely atrium brightens up the interior. all the staff from the dining staff to front desk staff are amazingly friendly and helpful

4

Ricky

Jul 14, 2025

·

Stayed 1 night

starting off the room is old and outdated. Shower curtain was old and torn badly and looked like something out of a dumpster. To top it off we went to go have breakfast this morning and were informed they were only serving the buffet for breakfast due to lack of food. after agreeing to get the buffet they ran out of food completley and half my family even got to eat ,but i was still charged for everyone.$90 dollars. and to make it even worse the staff was openingly fighting with onw another for over 30 minutes in front of everyone swearing at each other and yelling and slamming stuff around. i was extremely disappointed with this hotels professionalism and the way they talk to customers. we had over 10 rooms booked at this hotel as we were all there for my nieces wedding. I stay at hilton hotels 3/4 times weekly but never experienced a crap show like this

10

Glenn

May 26, 2025

·

Stayed 2 nights

Nice, clean room and well-maintained property. The staff were very friendly and helpful. The restaurant, Drifters, is also a solid choice if you are in the mood for a chill dinner instead of going out.

8

Melissa

Aug 1, 2025

·

Stayed 1 night

The pool was down for maintenance and there was no cook for the in-house restaurant, which were two of the main reasons I picked this hotel for my stay. But parking was super convenient and the staff was very helpful in finding another restaurant.

10

Charles

Nov 4, 2024

·

Stayed 2 nights

First time to Rochester. This hotel was right down the street from Kodak Hall at Eastman College of Music. Yunchan Lim piano recital was the attraction. Hilton Garden Inns have a business-standard quality but this Downtown Rochester location is definitely a cut-above. People working here understand the word ‘Hospitality’and demonstrate it constantly. Plus the food is really good. The breakfast buffet was far superior to similar at the United lounge in SFO. You definitely get value here but more importantly you get lots of positive human interaction - if that matters to you as much as it does to me.

8

Monte

Jun 30, 2023

·

Stayed 1 night

This is the pick if you want to walk to Music Events at MLK park or Parcel 5. Be prepared to hike or ride share for food & drink beforehand as the Hotel Bar & Restaurant is open only 5pm-9pm. (u got dinged a star for not being open on both ends of our stay) Staff was very friendly. Room was comfortable. Parking is a little tricky until you figure it out...it's all on an ally off the main drag.

6

Lars

Jul 25, 2025

·

Stayed 1 night

Overall okay stay for 1 night. Room was very dark and a bit run-down, but very spacious. We booked the hotel mainly due the supposed to be great breakfast buffet only to find out it wasn't offered during a weekday. The to-order alternative was not really great.

6

Maurine

Jul 10, 2025

·

Stayed 1 night

Accommodations were fine. Poor service in restaurant.

6

Pat

Mar 15, 2025

·

Stayed 1 night

Staff were so nice and helpful. It was quiet and peaceful there. Shower was poorly designed as you had to step in to turn on the water so you got blasted by cold water. Bathroom door started squealing but we had just gone to bed so didn't let anyone know. Dining for dinner had a limited menu but our food was good. Breakfast buffet was weak in terms of variety, quality, and the food was not hot.

Was this helpful?

AI-generated summary based on recent guest reviews

Month	Average price
January	$139
February	$153
March	$169
April	$170
May	$215
June	$206
July	$181
August	$202
September	$198
October	$217
November	$170
December	$159

Su	Mo	Tu	We	Th	Fr	Sa
		1	2	3	4	5
6	7	8	9	10	11	12
13	14	15	16	17 $241	18 $256	19 $260
20 $145	21 $166	22 $187	23 $171	24 $174	25 $231	26 $241
27 $289	28	29 $289	30 $278

Su	Mo	Tu	We	Th	Fr	Sa
				1 $233	2	3 $394
4 $177	5 $173	6 $176	7 $167	8 $195	9 $253	10 $302
11 $169	12 $174	13 $150	14 $158	15 $203	16 $317	17 $314
18 $178	19 $162	20 $148	21 $148	22 $161	23 $230	24 $239
25 $143	26 $157	27 $153	28 $152	29 $183	30 $195	31 $191

Select dates to see prices and availability

Monthly average prices

About this property

Location

Room options

Deluxe Suite, 1 King Bed with Sofa Bed, Jetted Tub

Room, 1 King Bed, Accessible, Bathtub

Room, 1 King Bed with Sofa Bed (Larger Room)

Room, 1 King Bed

Suite, 1 King Bed, Accessible, Bathtub

Deluxe Room, 1 King Bed, Accessible

Room, 1 King Bed, Accessible (Hearing)

Junior Suite (2 Queen Beds & Sofa Bed)

Junior Suite, 2 Queen Beds, Accessible (Hearing Impaired)

Room, 1 King Bed, Accessible (Rollin Shower)

Room, 2 Queen Beds

Junior Suite, 1 King Bed with Sofa Bed (Wetbar)

Suite, 1 King Bed, Accessible

Junior Suite, 2 Queen Beds, Accessible

Room, 2 Queen Beds, Accessible (Rollin Shower)

Room, 2 Queen Beds, Accessible (Hearing)

Guest reviews

Good

Who stays here?

What guests think

Property Policies

Check-in instructions

Good to know

Optional extras

FAQs about Hilton Garden Inn Rochester Downtown, NY

Have a question?

Considering this hotel for your Rochester trip?

Prices for upcoming dates